Prevenção da saúde mental do trabalhador de teleatendimento na perspectiva da psicodinâmica do trabalho

Abstract

Work is understood as a knowing that comprises the act of feeling, thinking and inventing. It is more than periodic pay gratification, work is the engagement of the personality of a subject in order to respond to a given task together with the pressures of the organization. However, there are jobs that do not always allow the knowledge and creation of workers to be present, leading to several consequences for workers health, in this context, the work of telemarketing operators stands out. The Call Centers, the workplace of telemarketing operators, have a high rotation. These were directly impacted by the advancement of technology, which allowed, in addition to the speed, a greater control by the management, being able to time the service, amount of calls and even what was spoken during calls, as well as measure through indicators the results obtained by each operator. The telemarketing can now be considered rigid, since in large part of the time, there is no space for creation of the worker, which is guided by a script during the call. In addition, the intense supervision of superiors corroborates to the damage in the work environment, this extends to the other life of the subject, leading to several problems in mental health of workers in this sector. The psychodynamics of work seeks to understand the worker in their work environment, considering the resulting relationship of both. To make this study the concepts of desire, motivation, suffering, psychic load and pleasure from the psycho dynamics of work were emphasized. This study has as general objective, identify intervention strategies that can be used in bennefit of the mental health of teleworking workers, using the perspective of psychodynamics of work. It also has as specific objectives, present an overview of the main concepts of work psychodynamics, conceptualize mental health in the perspective of work psychodynamics and describe the teleworking work processes. The methodology used in the study was qualitative, exploratory and interpretive. Eleven scenes from the movie Dispatch to India were used as source, they were categorized and described in Tables, have subsequently undergone content analysis and theoretical pairing through the psychodynamic perspective of work. With the study It was concluded that the context of the work can bring the worker closer to suffering or pleasure, which will depend on the conditions of work offered, the organization of work and relationships between colleagues and superiors (sic).